VIP Manager

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A beloved hotel with an enviable oceanfront location is now even better, following a $50 million renovation. Our newly redesigned Loews Miami Beach Hotel includes all-new touchpoints throughout the property. Welcome to a South Beach Icon, Reimagined.

Responsibilities

• Organizes and manages daily operation of Group, Wholesale and VIP Reservations
• Establishes daily goals to maintain service levels
• Contributes to controlling departmental expenses (labor, supplies, etc.)
• Monitors agents phone activity / productivity and addresses necessary issues
• Maintains current knowledge of all functions within systems as they relate to reservations (HIS, Winai, NetRez, Delphi)
• Builds internal group blocks as requested by appropriate hotel managers
• Manages the maintenance of group cut off dates in Delphi / HIS
• Meets with Group Agents weekly to discuss future groups, challenges, progress
• Attends weekly pickup meetings, hotel operations meetings and other meetings as scheduled
• Attends Pre-Convention meetings as needed
• Works closely with Front Office Managers / Conference Managers / Sales Managers to ensure a smooth and memorable experience for our guests
• Maintains accurate and organized filing systems for groups, VIPs, etc.
• Maintains accurate reference information for the Conference Team and consistently communicates all new information
• Maintains a neat and organized reservations office
• Promotes the development of positive and strong relationships with groups and any additional means of business contacts encountered
• Ensures VIPs are blocked to correct room type
• Ensures VIPs are entered into the all share file with accurate information
• Monitors room / suite status
• Prepares VIP packets with room key and registration card
• Flags all VIP accounts
• Provides meet and greet, as service requires
• Ensures VIP rooms / suites ready by noon each day
• Prepares reports for group contact and relays pertinent information to all departments
• Sets up and coordinates satellite check-in
• Implements and maintains tracking log for all Loews First Guests
• Increases employee awareness in regard to all Loews First guests and packages
• Creates and maintains a random guest feedback program
• Forwards all Loews First feedback to appropriate parties
• Assists as an Assistant Front Office Manager as required
• Other duties as assigned
• Ensures that all guest information and reservation requests are fulfilled in a professional, prompt, courteous, and efficient manner
• Promotes hotel food and beverage outlets and recreational and seasonal activities
• Places dining, leisure, and recreational activity reservations for guests
• Assists Sales / Conference Management with preliminary arrangements for groups, including transportation, Mariner's Club reservations, and golf tournaments
• Monitors and ensures documentation of services provided in Concierge Logbook
• Inspects and maintains overall cleanliness and appearance of the Concierge desk and lobby area
• Trains and monitors the performance of Concierge staff
• Works with Universal Orlando and other in-house vendors to satisfy guest entertainment needs
• Trains, praises, coaches, counsels, and disciplines according to Loews Hotels standards
• Produces weekly schedule for department

General

Qualifications

Education

Experience

Seniority level

Employment type

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